QA Tech Lead

About Shopalyst: 

Shopalyst offers a Discovery Commerce platform for digital marketers. Combining data, AI and deep integrations with digital media and e-commerce platforms, Shopalyst connects people with products they love. More than 500 marquee brands leverage our SaaS platform for data driven marketing and sales in 30 countries across Asia, Europe and Americas. We have offices in Fremont CA, Bangalore, and Trivandrum. Our company is backed by Kalaari Capital. 

  Key responsibilities

• Ensure compliance with all applicable regulatory requirements, including SOC2, ISO 27001, PCI DSS, GDPR rules and guidelines.
• Develop and implement compliance policies, procedures, and programs.
• Conduct regular compliance reviews and audits to identify areas of improvement.
• Collaborate with other departments to ensure effective implementation of compliance measures.
• Work with external vendors to ensure compliance adherence
• Maintain up-to date compliance records and provide them to Sales, Marketing, Internal and External Customers on a need-to-know basis
• Provide training and education on compliance matters to staff and stakeholders.
• Monitor market trends and regulatory developments to stay informed of potential risks or issues.

Requirements

Job Requirements

• Strong knowledge of audit and regulatory compliance to ensure the security, privacy, and reliability of SaaS services in a global market.
• Familiarity with ISO 27001, PCI DSS, GDPR rules and guidelines.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical skills and attention to detail.
• Bachelor's degree in a related field preferred but not required.
• Experience in Leading Software Project Teams desired but not mandatory.

Additional Notes : 

At Shopalyst, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business. 

Position: Call Quality Analyst

Monitoring Calls:

Listen to recorded or live calls between customer service representatives and customers.

Evaluate the call based on predefined quality metrics and guidelines.

Quality Assessment:

• Assess and score calls on various criteria, including but not limited to, professionalism, communication skills, adherence to scripts or protocols, problem-solving abilities, and compliance with company policies.
• Feedback and Coaching:
• Provide constructive feedback to call center agents on their performance, highlighting strengths and areas for improvement.
• Offer coaching and training to help agents enhance their skills and meet quality standards.
• Reporting and Documentation:
• Maintain detailed records and documentation of evaluations, scores, feedback, and coaching sessions.
• Generate regular reports on individual and team performance for management review.
• Root Cause Analysis:
• Identify recurring issues or trends in calls and collaborate with relevant departments (e.g., training, operations) to address and resolve 
• Compliance and Policy Adherence:
• Ensure that agents adhere to company policies, legal requirements, and industry regulations during customer interactions.
• Process Improvement:
• Propose improvements to call center processes, scripts, training materials, or policies based on insights gained from call evaluations.
• Training and Development Support:
• Assist in the development and delivery of training materials and programs for call center agents.
• Conduct refresher training sessions on specific skills or areas identified for improvement.
• Quality Assurance Metrics:
• Collaborate with stakeholders to establish and refine key performance indicators (KPIs) for call quality.
• Monitor and analyze performance metrics to ensure they align with organizational goals.
• Stakeholder Communication:
• Communicate findings, trends, and improvement recommendations to call center management, supervisors, and relevant departments.

Qualifications:

• Minimum 2 years of experience as a Call Quality Analyst.
• Previous experience in a call center or customer service role is often preferred.
• Strong analytical skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Proficiency in using call monitoring software and tools.
•  Knowledge of industry-specific regulations and compliance standards (if applicable).

- Conducting a demo session with the parents and kids to explain the programs.

- Interacting with different departments to close the sales.

- Guiding the students to a brighter career path (over a video call)

- Build a repo with the customer.

• Designing and developing user interfaces using best practices
• Adapting interface for modern internet applications using the latest front-end technologies.
• Writing JavaScript,Typescript, CSS, and HTML.
• Making complex technical and design decisions for Angular 6+ projects.
• Developing application codes and unit tests in Angular 6+, Rest Web Services.
• Conducting performance tests.
• Consulting with the design team.
• Ensuring high performance of applications and providing support
• Ionic & Node JS (plus)

Roles & Responsibilities :

• Responsible to cross check and vet facts on the fundraiser
• Responsible to check the content quality of sponsored campaigns
• Responsible to cross check and vet creative assets
• Collaborating with multiple teams, understanding the process and seamlessly delivering results
• Communication & Coordinate with patients for health updates through series of actions (either via phone calls, emails or chats)
• Follow SOPs and adapt new processes
• Multitask with several tasks

Basic Qualification :

• Bachelor’s Degree or Post Graduate Degree in Literature/ English.
• 1 or 2 years of experience in sales executive ,customer service executive ,or operations associate 
• Experience in handling customer calls
• Experience working on CRM’s
  
  

Desired Skills

• Impeccable written & oral communication skills in English & Local Language
• Target oriented & hunger for personal growth and overall development
• Strong Organizational and interpersonal skills
• Should have worked in a team environment
• Ability to communicate to customers convincingly
• Ability to multitask
• Excellent time management skills
• Basic Knowledge of Microsoft tools (excel, word, PowerPoint etc.)
• Extreme level of flexibility and adaptability to new tasks & environments
• Responsible, Capable & has ability to work independently
• Logical Thinker and look to solve problems in strategic way
• Basic Analytical skill will be added bonus
• Basic Understanding of what we do at Impact Guru
  
  

• Work with the team to develop user-facing web applications utilizing various languages (like Java, golang, scala, etc.), RDBMS and NoSQL Databases, and latest frontend frameworks (including React, Vue, JQuery, etc).
• Assists in the technical evaluation, design, integration (utilizing an SOA), implementation, and support of projects.
• Communicating status to the team, business, and leadership.
• Participate in Code-Reviews

Required Skills:

• Java 1.8 or higher
• JavaScript and client-side libraries (such as jQuery, Ignite UI and bootstrap, Vue.js, React, etc)
• Intellij Idea or any other development tool
• Hibernate/ ibatis
• Spring/Spring Boot
• Oracle 12c and PL/SQL
• HTML
• CSS
• Git
• Web servers like Tomcat, Jetty, etc.

Nice to Have Skills:

• .NET 4.5 or higher
• NET MVC and Web API
• Deployment Tools like Team City, Jenkins, Octopus, etc.
• Experience Required:
• Minimum of 5 years of hands-on Java experience.
• Excellent understanding of web technologies.
• Experience developing REST-based web services
• Strong understanding of source control systems such as GIT knowledge of creating and managing GIT flows a plus.
• Basic knowledge of distributed systems a plus.
• Strong database skills using Oracle and PL/SQL.
• Excellent oral and written communication skills.
• Strong organizational skills and detail-oriented